Telstra's customer advocacy and NPS champion to retire

Telco announced its group executive for business support, who was repsonsible for roling out the Net Promoter System, wil retire in October

Robert Nason
Robert Nason

The man responsible for operationalising customer advocacy as a company-wide initiative at Telstra is retiring.

The telco’s group executive of business support and improvement, Robert Nason, helped to establishing a multi-year, multi-billion dollar productivity program over the past five years, which led to the introduction of the Net Promoter System (NPS) across the organisation.

In an ASX statement announcing his retirement, Telstra’s outgoing CEO, David Thodey, said Nason had been a critical player in the telco’s shift in customer, market and employee perceptions and would be missed.

“Robert has taken on many of our large, complex, difficult opportunities during the past five years and made them into strategic opportunities for Telstra and tangible benefits for our customers and shareholders,” Thodey said in the statement. “He has been in tireless pursuit of waste, inefficiency and frustration to make it easier for us to do business and easier for people to do business with us.”

A milestone of Nason’s tenure has been rolling out NPS in July 2012. Thodey said this was now embedded in Telstra’s operational model and a critical component of its customer engagement strategy.

Nason joined Telstra in 2010 from Tabcorp, where he was managing director. He was formerly the chief executive of Racing Victoria and also spent two decades in the telecommunications industry, holding senior leadership positions with Electronic Data Systems Corporate and AT Kearney in the US. His resume also includes stints with Coopers and Lybrand and KPMG.

Nason said he felt it was time to look for new non-executive role opportunities.

“While the task can never be regarded as completed, Telstra has made strong progress on the productivity and services agenda,” Nason said in the ASX statement. “It has a deeply entrenched focus on improving the experience for our customers and a strong team capable of taking it forward.”

News of Nason’s departure comes just a couple of months after Thodey announced he would be stepping down as CEO at Telstra after a six-year run. Thodey himself is widely credited with spearheading the telco’s customer transformation turnaround and for its current strong market position.

Nelson will remain with the telco until October, and provide transition support as well as continue his responsibilities at Foxtel. A replacement has not yet been confirmed but expected to be determined in the near future.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Top tips to uncovering consumer insights for business innovation

An in-depth understanding of consumers sits at the heart of what we all need to do, but we know it’s not always easy to uncover insights that will unlock a true innovation opportunity.

Matt Whale

Managing director, How To Impact

Is your customer experience program suffering bright shiny object syndrome?

You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a strategic approach, or suffer from a failure to effectively implement.

Leveraging technology to stand out in the sea of sameness

The technology I'm talking about here is data and marketing automation. Current digital marketing methodology, much as it is practiced at Bluewolf, dictates the need for a strategy that does four things: Finds the right audience, uses the right channel, delivers the right content, and does all of that at the right time.

Eric Berridge

CEO and co-founder of Bluewolf, an IBM Company

Lead Management is very important part of the process. For anyone running Facebook Lead Ads I would recommend using this service.Get your...

Dirk Lo

How this fintech startup is improving content marketing and lead generation

Read more

I am agreeing with Mr. Tyron Hayes that a measured test-and-learn approach could be missing opportunities to not only better engage custo...

brunson5862@mail.ru

CMO interview: How Curtin University’s marketing chief is using test and learn to cope with complexity

Read more

Excellent!

Dr Sadasivan,US

Shakespeare shows data and creativity aren’t Montagues and Capulets

Read more

Great article! Agreed with all... Matthew Lerner, Deeps De Silva... When a company has a great product that solves customers needs, a gre...

James Tyler

Why marketers are embracing growth hacking techniques

Read more

Very good article, Social media analytics helps in problem identification. They can serve as an early warning system for negative custome...

BizVinu

Four ways to use social media to boost customer loyalty

Read more

Latest Podcast

More podcasts

Sign in